Question:

Why does a CRM Approved Email's Total Open Count not increment when the recipient opens the email multiple times?

Answer:

In order to increment the "Total Opens" associated with an Approved Email, the email must be rendered. If a browser or email client has preview mode enabled, the "Total Opens" count may not increment because the email is not actually rendered.

In this case, the browser or email client may need to be closed, re-opened, and then view email again to increment the "Total Opens".

Related Documentation:

CRM Help Documentation:

• Sent Email Records Do Not Have Activity Information Tracked on CRM Online
• How Does Approved Email Track the Number of Times an Email is Opened in CRM?
• Tracking Approved Email Activity